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Published By: Zendesk     Published Date: Jun 29, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Zendesk     Published Date: Jun 29, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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Zendesk
Published By: Genesys     Published Date: Jun 06, 2017
Interactive Intelligence, a Genesys company, Named a Leader 2 years in a Row
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gartner report, magic quadrant, genesys, contact centers, contact center as a service, cloud contact center solutions, cloud soulutions
    
Genesys
Published By: Genesys     Published Date: Jun 06, 2017
In this ebook, learn: - Five trends will have the biggest impact on customer experience - How to use machine learning to detect patterns and trends to deliver the next great customer experiences - How to future-proof your contact center and adapt to changing customer needs
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genesys, customer experience, contact center solutions, contact center, customer needs
    
Genesys
Published By: Genesys     Published Date: Jun 07, 2017
Get this eBook now to learn: - How to engage with your customers in an ultra-connected world - How to make your customer engagement operations easy and efficient - Why it’s time for an all-in-one cloud contact center solution
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genesys, customer experience, customer relationship management, contact center, cloud contact center, customer engagement
    
Genesys
Published By: Genesys     Published Date: Jun 07, 2017
Although today’s customers interact with your brand through a variety of channels, they want one thing from you: a consistent experience. Savvy customers expect that you will meet them where they are, when they need you, and with the highest quality, informed service.
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genesys, omnicannel, contact center, customer experience, customer experience management, cross-channel customer service
    
Genesys
Published By: Broadsoft     Published Date: May 25, 2017
This eBook is for contact center management and business executives looking for ways to increase the efficiency and productivity of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this eBook provides best practice steps to break down the resulting application silos, unify them, and improve the operational efficiency of your contact center. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this eBook will provide best practices to prevent building application silos.
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Broadsoft
Published By: Broadsoft     Published Date: May 25, 2017
This whitepaper is for contact center management and business executives looking for ways to optimize the business performance of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this whitepaper provides bestpractice steps to break down the resulting data silos, unify them, and optimize your contact center for business performance. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this whitepaper will provide best practices to prevent building data silos.
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Broadsoft
Published By: Broadsoft     Published Date: May 25, 2017
There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally.
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Broadsoft
Published By: Cisco     Published Date: Feb 12, 2016
This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor. It describes: - Trends surrounding the adoption of cloud contact center technology; - The advantages of selecting a cloud contact center solution; - Key factors to review when selecting a vendor and contact center platform; - Recommendations and a maturity model that businesses can use to develop a cloud contact center roadmap.
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Cisco
Published By: Cisco     Published Date: Feb 12, 2016
Contact center infrastructure vendors continue to expand their solution offerings to include broader feature sets, including omnichannel routing, and alternative delivery models. Companies should evaluate vendors' technology and ability to deliver in relevant regions.
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gardner magic quadrant, cisco, contact center, omnichannel routing, best practices, cloud computing
    
Cisco
Published By: Commvault     Published Date: Jul 06, 2016
Forget about the complex task of building your own solution. Commvault offers a portfolio of integrated backup appliances that allow you to go from power-up to backup in less than an hour. Each appliance combines Commvault’s industry-leading software with pre-configured and optimized hardware, including an option that uses NetApp’s category-leading NetApp E-Series storage system. To further simplify ordering and deployment, the appliances include a licensing option aligned to the usable storage capacity (e.g., 36TB of NetApp E-Series storage includes 36TB of Commvault back-end terabyte licensing). Or you can purchase the hardware separately and use it with Commvault’s traditional front-end terabyte capacity licensing. Either way, Commvault serves as the single point of contact for software and hardware support issues, and the installation wizard allows you to be up and running quickly regardless of the option you choose.
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commvault, backup appliances, netapp e-series, backup, industry leading software, netapp, turnkey solution, converged
    
Commvault
Published By: Cisco     Published Date: Dec 04, 2015
Businesses must become agile and provide differentiated service as customer demands and expectations change.
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cisco, cloud, data center, customer, business
    
Cisco
Published By: TE Connectivity     Published Date: Feb 07, 2018
TE Connectivity (TE) high-performance relays, contactors and switches are designed specifically to operate in extremely rigorous environments in military and aerospace applications. Our relay products include COTS (commercial off-the-shelf), Mil-Spec, plus highly specialized, and custom-designed products. These high-performance products are designed to withstand extreme shock, vibration, temperature and altitude.
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TE Connectivity
Published By: Akamai Technologies Australia     Published Date: Feb 07, 2018
Websites provide online businesses with an unprecedented level of contact with customers and end users. However, they also place business information where it can be easily accessed by third parties – often using automated tools known as “bots”. For many organizations, bots represent up to 50% or more of their overall website traffic, from good bots engaged in essential business tasks to bad bots conducting fraudulent activities. Regardless of business impact, bot traffic can reduce website performance for legitimate users and increase IT costs. Organizations need a flexible framework to better manage their interaction with different categories of bots and the impact that bots have on their business and IT infrastructure.
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Akamai Technologies Australia
Published By: 3D Systems     Published Date: Feb 28, 2019
Combining the right people, hardware, and software to ensure quality everywhere Quality and reliability matter more than ever. In today’s hypercompetitive environment, companies can’t afford to lag behind when it comes to the quality of their products. And management can’t lag behind when it comes to adopting new tools and technologies to ensure quality everywhere. Over the past two decades, 3D scanning has become a crucial tool in many manufacturers’ measurement and inspection arsenals. It’s an effective metrology technique that is trusted for its accuracy, reliability, speed, and ease of use. Its noncontact nature and exceptional flexibility make it ideal for measuring a wide range of parts in a wide range of places. An effective approach to 3D scanning requires matching the right people with the right hardware and the right software to best meet your company’s measurement needs. This eBook will help you determine if 3D scanning is right for your inspection needs, and if it is, how b
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3D Systems
Published By: Cisco     Published Date: Jun 21, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
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Cisco
Published By: MindTouch     Published Date: Oct 02, 2019
The dynamics of the customer journey are constantly expanding and evolving. Traditional “company-first” approaches to delivering service excellence are no longer sufficient. Instead, today’s forward-thinking companies know that a more “customer-first” approach is best. Read our MindTouch-sponsored whitepaper by Lori Bocklund, President of Strategic Contact and experienced industry veteran, as she explores the ties between new self-service entry points and a strong foundation rooted in knowledge management.
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content strategy, customer journey, customer success, digital transformation, knowledge base
    
MindTouch
Published By: Infor     Published Date: Jan 03, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
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infor, customer interaction, contact center, customer loyalty, roi
    
Infor
Published By: Infor     Published Date: Jan 03, 2011
View the Infor CRM Epiphany E-mail Advisor online demonstration to see first-hand how your e-mail campaigns can rise to their full potential.
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infor, e-mail advisor demo, contact interaction, e-mail marketing
    
Infor
Published By: Infor     Published Date: Jan 06, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
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infor, customer interaction, contact center, customer loyalty, roi
    
Infor
Published By: Infor     Published Date: Jan 06, 2011
View the Infor CRM Epiphany E-mail Advisor online demonstration to see first-hand how your e-mail campaigns can rise to their full potential.
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infor, e-mail advisor demo, contact interaction, e-mail marketing
    
Infor
Published By: 8x8 Inc.     Published Date: Nov 10, 2016
For the 5th year in a row, 8x8 is a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide. See what makes us different and why you should consider the cloud to expand or replace aging, inadequate business phone systems, meeting services, & contact center equipment.
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8x8 Inc.
Published By: Global Payments     Published Date: May 02, 2019
Doing business across borders presents a whole host of unfamiliar challenges to today’s merchant. As technological advancement and increasing globalization unlock international markets, it’s tempting to imagine that a business model successful in one region can simply be transplanted into another. Not so. The logistics of domestic and international transactions have changed, and so too have customer expectations and preferences. Customer and merchants pain points have transformed and multiplied. In this report, we explore some of the core challenges businesses today face in their quest to succeed in global commerce. We offer an overview of how unified commerce can both resolve these issues and offer new advantages and standards of best practice, enabling your business to meet the demands of tomorrow’s customer, no matter their location, preferred payment method, and mode of contact.
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unified commerce, global commerce, payment convenience, payment speed, global payments technology, retail, wechat pay, alipay, chinese wallets, mobile payments, international payment solutions, international payment systems, payments, online payments, omnichannel commerce
    
Global Payments
Published By: Oracle     Published Date: Aug 08, 2013
Today’s consumers expect better. They expect better service, better products and better communication with companies. But to have a single, seamless conversation with every customer across multiple channels, companies can no longer rely on outdated contact centers.
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contact centre, crm, oracle, channels
    
Oracle
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